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Portugal, LisbonPortugal, Lisbon

Alphanumeric Systems

Date de publication 10.05.2024

French & English-speaking Customer Service Helpdesk - Based in Philippines (Full-time Remote)

Alphanumeric is hiring a French and English-speaking Customer Service Helpdesk (Remot Full-Time)to work from home in the Philippines providing level-one technical support in English and French to clinical clienteles via inbound calls, emails and tickets.

We can only hire candidates already based in The Philippines. If you are not a citizen you need to have a Temporary Residence Visa (valid for 1 year at least) or a Permanent Residence Visa. If you do not meet these requirements please do not apply.

Please apply with your resume in English.

Why should I apply, you may ask?
  • Fully remote and permanent position, from wherever you want in the Philippines.
  • Salary of Php 46,250.00 monthly.
  • Working Hours: Monday to Friday 10pm - 7am (Philippines time) with flexibility to change shifts if needed.
  • Training Shift: Monday to Friday 9pm - 6am (Philippines time) - Around 4 weeks (paid).
  • Night differential of additional 10% of hourly rate.
  • Benefits (apart from the basic salary): Internet Allowance + private health insurance.
  • Employer-paid E-Learning courses
  • Continuous coaching, training, and development.
  • Start date: 3rd June

You must have the following:
  • Fluent in French and Englishin both written and spoken communication.
  • At least 2 years of related experience.
  • With BPO call center experience.
  • Stable Internet connection. (35 MBPS Minimum).
  • Experience using Microsoft Applications, preferably savvy in Excel.
  • Must be comfortable working in working hours and training hours mentioned above.

Position Summary:
  • Provide Service Desk support to external customers and users
  • Receive, document, and track all incoming customer/user calls for immediate remedy and closure
  • Utilize computer and database information to update incident status
  • Serve as the single point of contact (SPOC) for incidents, including owning the call through closure.

Essential Functions and Responsibilities:
  • Provide service desk support to contracted clients.
  • Use defined procedures for responding to customer calls.
  • Collect information from the caller and document data elements in the designated tool.
  • Maintained records of all calls from customers using an established Service Management tool.
  • Provide detailed documentation of all steps involved in resolving customer issues.
  • Escalate issues to the appropriate department and personnel.
  • Investigate, examine, troubleshoot, and solve hardware and software issues quickly.
  • Maintain a pleasant demeanor and attitude in day-to-day communication and interface with customers.

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